Onboarding Specialist

CarCutter•Raleigh, NC

6d•Remote

About The Position

CarCutter is a SaaS platform combining computer vision and automotive retail to automate vehicle photography operations and improve visual merchandising. Its AI-powered solution supports dealerships, OEM networks, dealer groups, and marketplaces in improving customer engagement and conversion. The Onboarding Specialist is the first point of contact for newly signed customers and owns their onboarding journey from contract signature through launch and completion of a sanity check. The role works to ensure customers go live efficiently and confidently, supporting time-to-value, early adoption, and long-term retention. It coordinates customers and internal teams on technical setup, trains users, tracks onboarding progress, resolves blockers, and documents the handoff to Customer Success. This is a full-remote position in the United States; Eastern and Central time zones are favored.

Requirements

At least 2 years of experience in a customer-facing onboarding, implementation, or technical account management role.
Comfort with SaaS integrations, APIs, and web-based tools, and the ability to explain technical concepts to non-technical stakeholders.
Ability to manage multiple onboarding projects simultaneously, prioritize effectively, and meet deadlines.
Excellent written and verbal communication skills, with the ability to build trust with technical and business contacts.
Experience with CRM tools such as HubSpot or similar and customer success platforms such as Arrows.
Self-starter able to work in a fast-paced remote environment and stay aligned with cross-functional teams across time zones.

Nice To Haves

Experience in a SaaS environment.
Familiarity with the automotive industry or dealership operations.

Responsibilities

Manage the full onboarding lifecycle from kickoff through sanity check completion, ensuring customers go live within defined timelines.
Lead structured kickoff and discovery sessions to understand customer technical environments, workflows, goals, and expectations.
Coordinate with customers and internal Account Implementation Specialists, Account Integration Specialists, and Graphics teams on token configurations, website integrations, and custom graphics delivery.
Train end users and administrators on the CarCutter platform, including the mobile app, CarCutter Hub, and integration features.
Maintain accurate onboarding pipeline records in HubSpot and proactively flag risks, delays, and unresponsive accounts.
Escalate onboarding blockers and coordinate with technical teams to resolve integration and configuration issues.
Document and manage the transition to the Customer Success team after the sanity check is validated, including customer setup, preferences, and open items.
Identify recurring onboarding friction and collaborate with the CX&Ops team to improve playbooks, timelines, and tooling.
Communicate proactively with clients, provide visibility into onboarding progress, and protect costs.